User Guide for the Cisco Unity Connection Phone Interface

Transcription

1 User Guide for the Cisco Unity Connection Phone Interface Release 7.x Revised September 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: Text Part Number:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, ilynx, IOS, iphone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0910R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Systems, Inc. All rights reserved.

3 CONTENTS Enrolling as a Cisco Unity Connection User 1 Working with Cisco Unity Connection by Phone 3 About the Connection Conversation 3 Using the Phone Keypad with the Connection Conversation 3 Using Voice Commands with the Connection Conversation 4 Voic Basics 5 Calling Cisco Unity Connection 5 Sending Voice Messages 6 Checking Messages 8 Replying to Messages 10 Forwarding Messages 12 Managing Receipts 13 Finding Messages 15 About Finding Messages 15 Finding Messages by Using the Message Locator Option 15 Finding Messages by Using the Phone View Option 16 Finding Messages by Using the Go to Message Option 18 Managing Deleted Messages 21 About Deleted Messages 21 Permanently Deleting Deleted Messages 21 Checking Deleted Messages 22 Managing Dispatch Messages 25 Placing Calls By Using Voice Commands 27 Managing Meetings 29 About Managing Meetings 29 Listing Upcoming Meetings 29 Starting Immediate Meetings in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express 30 iii

4 Contents Managing Faxes 33 About the Fax Option 33 Listing Faxes 33 Changing Your Fax Delivery Phone Number 34 Managing Your Personal Greetings 37 About Your Personal Greetings 37 Standard Greeting 37 Closed Greeting 37 Alternate Greeting 38 Busy Greeting 38 Internal Greeting 38 Holiday Greeting 38 Rerecording Your Current Greeting 39 Turning Your Alternate Greeting On or Off 39 Changing Greetings 40 Playing All Greetings 41 Recording Greetings in Additional Languages with a Multilingual System 42 Managing Message Notification 45 About Message Notification 45 Turning Notification to Devices On or Off 45 Changing Notification Phone Numbers 46 Managing Private Lists 49 About Private Lists 49 Creating Private Lists 49 Changing the Members of Private Lists 50 Changing the Recorded Names of Private Lists 52 Deleting Private Lists 52 Managing Your Addressing Priority List 53 About the Addressing Priority List 53 Changing Your Addressing Priority List 53 Changing Your Personal Settings 55 About Personal Settings 55 Changing Your Phone Password 55 Changing Your Recorded Name 56 iv

5 Contents Changing Your Directory Listing Status 57 Changing Your Connection Conversation Menu Style 59 Managing Call Transfer Rules 61 About Call Transfer Rules 61 Standard Transfer Rule 61 Alternate Transfer Rule 61 Closed Transfer Rule 62 Changing Settings for Call Transfer Rules 62 Managing Your Alternate Contact Numbers 65 About Alternate Contact Numbers 65 Changing Your Alternate Contact Numbers 65 Managing Personal Call Transfer Rule Sets to Handle Incoming Calls 67 About Personal Call Transfer Rule Sets 67 Enabling and Disabling the Use of Personal Call Transfer Rule Sets by Basic Transfer Rules 67 Enabling and Disabling the Use of Personal Call Transfer Rule Sets 68 Enabling and Disabling Individual Rule Sets 69 Enabling Individual Sets 69 Disabling Individual Sets 70 Using the Transfer All Rule Set 71 Enabling Transfer All 71 Disabling Transfer All 72 Forwarding All Calls to Cisco Unity Connection 73 Enabling the Forwarding of All Calls 73 Canceling the Forwarding of All Calls 74 Changing Playback Settings 75 About Playback Settings 75 Changing Playback Volume for Messages 75 Changing Playback Speed for Messages 76 Changing Playback Volume for the Connection Conversation 77 Changing Playback Speed for the Connection Conversation 78 Broadcast Messages 79 Managing the Size of Your Mailbox 81 About Mailbox Size 81 Reasons Your Mailbox May Fill Up Quickly 81 v

6 Contents Message-Retention Policy May Not Be Enforced 81 Nondelivery Receipts Are Included in Total Mailbox Size 82 Total Message Size Includes Original When Messages Are Forwarded 82 Total Message Size Includes Attachments 82 Cisco Unity Connection Phone Menus and Voice Commands 83 Phone Menus for the Standard Conversation 83 Main Menu and Shortcuts (Standard Conversation) 84 Send a Message Menu and Shortcuts (Standard Conversation) 84 During Message Menu and Shortcuts (Standard Conversation) 85 After Message Menu and Shortcuts (Standard Conversation) 86 Recording Menu (Standard Conversation) 86 Phone Menus for the Classic Conversation 87 Main Menu and Shortcuts (Classic Conversation) 87 Send a Message Menu and Shortcuts (Classic Conversation) 88 During Message Menu and Shortcuts (Classic Conversation) 88 After Message Menu and Shortcuts (Classic Conversation) 89 Recording Menu (Classic Conversation) 90 Phone Menus for Optional Conversation 1 90 Main Menu and Shortcuts (Optional Conversation 1) 90 Send a Message Menu and Shortcuts (Optional Conversation 1) 91 During Message Menu and Shortcuts (Optional Conversation 1) 91 After Message Menu and Shortcuts (Optional Conversation 1) 92 Recording Menu (Optional Conversation 1) 93 Phone Menus for Alternate Keypad Mapping N 93 Main Menu and Shortcuts (Alternate Keypad Mapping N) 93 During Message Menu and Shortcuts (Alternate Keypad Mapping N) 94 After Message Menu and Shortcuts (Alternate Keypad Mapping N) 94 Recording Menu (Alternate Keypad Mapping N) 95 Phone Menus for Alternate Keypad Mapping X 95 Main Menu and Shortcuts (Alternate Keypad Mapping X) 95 During Message Menu and Shortcuts (Alternate Keypad Mapping X) 96 After Message Menu and Shortcuts (Alternate Keypad Mapping X) 96 Recording Menu (Alternate Keypad Mapping X) 97 Phone Menus for Alternate Keypad Mapping S 97 Main Menu and Shortcuts (Alternate Keypad Mapping S) 97 During Message Menu and Shortcuts (Alternate Keypad Mapping S) 98 After Message Menu and Shortcuts (Alternate Keypad Mapping S) 98 Recording Menu (Alternate Keypad Mapping S) 99 vi

7 Contents Voice Commands 99 Main Menu (Voice Commands) 99 Send a Message Menu (Voice Commands) 100 During Message Menu (Voice Commands) 101 During Meeting Reminder Menu (Voice Commands) 102 After Message Menu (Voice Commands) 102 Universal Actions (Voice Commands) 103 Index vii

8 Contents viii

9 Enrolling as a Cisco Unity Connection User Your first step in using Cisco Unity Connection is to enroll as a user, which you do by phone. Typically, Connection is set up so that you hear the first-time enrollment conversation when you call the system for the first time. The first-time enrollment conversation is a set of prerecorded prompts that guide you as you do the following tasks: Record your name. Record a greeting that outside callers hear when you do not answer your phone. Change your phone password. Choose whether to be listed in the directory. (When you are listed in the directory, callers who do not know your extension can reach you by spelling or saying your name.) Typically, your Connection administrator gives you an ID (usually your desk phone extension) and a temporary phone password. At any time after enrollment, you can rerecord your name and greeting, or change your phone password and directory listing status. To Enroll as a Cisco Unity Connection User Dial the applicable number to call Connection from your desk phone, from another phone within your organization, or from outside your organization. If you are calling from another phone within your organization or from outside your organization, press * when Connection answers. Listen carefully, and respond as prompted. You do not need to refer to any Connection documentation during enrollment. The system will tell you when the enrollment process is complete. If you hang up before you have completely enrolled, the first-time enrollment conversation plays again the next time you log on to Connection. 1

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11 Working with Cisco Unity Connection by Phone About the Connection Conversation, page 3 Using the Phone Keypad with the Connection Conversation, page 3 Using Voice Commands with the Connection Conversation, page 4 About the Connection Conversation When you access Cisco Unity Connection by phone, you hear the Connection conversation. Its recorded instructions and prompts guide you as you send and receive messages, record greetings, and change your personal settings. You can use any phone to access Connection. There are two ways in which you can use Connection by phone: Phone keypad Voice commands Press the keys on the phone keypad. Use this option when it is not important to have both hands free, when you are in an environment with significant background noise, or when you want more Connection feature options. Speak into the phone handset, headset, or speakerphone. Use this option when you want hands-free access to the Connection system. Note Some TTY phones (text phones) do not have the capability to send the appropriate tones. In this case, TTY users may need to use the phone keypad when navigating the Connection conversation. Using the Phone Keypad with the Connection Conversation There are several versions of the Connection conversation, each providing different keypad mappings for the Connection menu options. (For example, you might press 3 to delete a message in one version but press 7 to delete a message in another version.) Your Connection administrator determines the conversation version that you hear. Typically, an administrator will choose a conversation that has a keypad mapping that is familiar to you. Ask your Connection administrator which conversation you are set up to use. 3

12 Using Voice Commands with the Connection Conversation Keypad mappings for conversations are provided in the Cisco Unity Connection Phone Menus and Voice Commands chapter. Using Voice Commands with the Connection Conversation Revised May 2009 Connection provides a voice-recognition option that lets you say what you want to do in the Connection conversation. Voice commands are intuitive, easy to use, and available for most voice-messaging tasks. Procedures in the User Guide for the Cisco Unity Connection Phone Interface describe the voice commands you can use, or you can say Help at any time to get more information on any menu. For lists of available voice commands, see the Voice Commands section on page 99. At the Main menu, you can access a set of tutorials on working with voice commands by saying Tutorial. You can say commands at most points in the conversation you do not have to wait for the system to finish a prompt. In addition, if you know exactly what you want to do, you can say more complex commands without having to navigate through a hierarchy of menus to accomplish a task. For example, you can say, Send a private and urgent message to Tina Chen at the Main menu. If you are not comfortable saying commands or you are in a situation where your commands are not recognized by the system (for example, you are on a mobile phone where there is background noise), you can switch to using only the phone keypad for the remainder of the call. To turn off voice commands, say Touchtone conversation or press the applicable key at the Main menu. Your Connection administrator can tell you the key, or you can say Touchtone command Help. To switch back to using voice commands, hang up and log on to Connection again. For select commands, you can press the applicable key without turning off voice commands. For Connection 7.1, your Connection administrator can tell you the commands and the corresponding keys, or you can say Touchtone command Help. For Connection 7.0, see the Key(s) column in the tables in the Voice Commands section on page 99. Your Connection administrator determines whether the voice-recognition option is available to you. 4

13 Voic Basics Calling Cisco Unity Connection, page 5 Sending Voice Messages, page 6 Checking Messages, page 8 Replying to Messages, page 10 Forwarding Messages, page 12 Managing Receipts, page 13 Calling Cisco Unity Connection You can call Cisco Unity Connection from your desk phone, from another phone within your organization, or from outside your organization. To Call Cisco Unity Connection Dial the applicable number to call Connection. If you are calling from another phone within your organization or from outside your organization, press * when Connection answers. If prompted, enter your ID and press #. Step 4 Enter your Connection password and press #. Note If you use the voice-recognition option, Connection may prompt you to say your password or to enter it on the phone keypad. To say your password, speak each digit individually. If Connection is not able to recognize your password on the first attempt, you must enter it on the keypad. (For security reasons, you may want to enter your password on the keypad rather than say it; this option is always available to you.) 5

14 Sending Voice Messages Sending Voice Messages You can send voice messages to other Cisco Unity Connection users without dialing their extensions. This can be helpful when you do not want to disturb a user or when you do not have time for a phone conversation. Sending voice messages may also help to avoid misunderstandings that can be read into messages. You can address a voice message to one or multiple recipients, and to private and system distribution lists. Depending on the input style you are using, you address a message either by saying the name of a Connection user or distribution list, or by using the phone keypad to spell the name of the user or list, or to enter the extension or list number. The following special delivery options are available: Urgent Return receipt Private Future delivery Mark a message urgent so that Connection sends it before regular messages. Request a return receipt so that Connection notifies you when the recipient opens the message. Note You may not be able to receive all types of receipts, even though the Connection phone menus allow you to request them. Ask your Connection administrator whether the system is set up to send receipts to users. Mark a message private so that the recipient knows to treat it confidentially. Connection users cannot forward private messages by phone. Deliver the message at the future date or time that you specify. This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Send a Voice Message by Using the Phone Keypad At the Main menu, choose the option Send a Message. Follow the prompts to record, address, and send the voice message. To pause or resume recording, press 8. To end recording, press #. Tip While addressing the message, press ## to switch between spelling and number entry. To address the message to a private list, enter the list number by using number entry, or, if the list has a display name in the Cisco Unity Assistant web tool, spell the name by using spelling entry. When more than one user matches your addressing entries, Connection plays a list of matches that you can navigate quickly. Press # to select a recipient from a list; press 7 to skip to the previous name and 9 to skip to the next name; and press 77 to skip to the beginning of a list and 99 to skip to the end of a list. 6

15 Sending Voice Messages To Send a Voice Message by Using Voice Commands When Connection asks, What do you want to do, say: Send a message. Tip To address the message before recording it or to specify a message property, say it now. For example: Send an urgent message to Tim Smith or Send a private message. Step 4 Record the message. When you are finished, press # or stay silent for a few seconds. To pause or resume recording, press 8. When prompted, say the name of a message recipient. If Connection adds a recipient that you did not intend, say Remove to remove the last recipient added or Edit recipients to remove other recipients. When you are finished addressing the message, say Done. Tip For faster addressing, say the name of the next recipient before Connection finishes the confirmation message. To temporarily switch to using the phone keypad for adding a recipient, press 9. Connection returns to voice-recognition mode after you add the recipient. 7

16 Checking Messages Step 5 Follow the prompts and use the following voice commands to finish the message: Action Send the message Review or edit list of message recipients Add other recipients Edit recorded message Review message properties Mark message as urgent Mark message as private Mark message as urgent and private Mark message for return receipt Deliver the message at a future date or time When Connection asks when you want the message delivered, say Today, Tomorrow, a day of the week, or a calendar date, and a time of day. You must say Send when you are ready to have the message queued for future delivery. Cancel future delivery Review recorded message and message properties Voice Command Send Edit recipients Add names Change recording Review message properties Mark urgent Mark private Mark urgent and private Return receipt Future delivery Cancel future delivery Review message Checking Messages Revised May 2009 You can check new and saved messages in your Cisco Unity Connection mailbox by phone, as well as messages in your application. You can save or delete messages during message playback or after you listen to an entire message. Ask your Connection administrator if the system is set up to enforce a message-retention policy and, if so, how long it stores your messages before permanently deleting them. (Connection does not indicate when a message-retention policy is enforced, nor does it warn you before messages are permanently deleted as a result of such a policy.) This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Check Messages by Using the Phone Keypad At the Main menu, choose the applicable menu option: For messages in your Connection mailbox, Play New Messages or Review Old Messages. For messages in your application, Play External Messages. 8

17 Checking Messages Follow the prompts to listen to and manage your messages. To Check Messages by Using Voice Commands When Connection asks, What do you want to do, say: Play Messages. Connection tells you the total number of new and saved messages in your Connection mailbox, plays all new voice messages, s, and receipts, then plays saved messages. Or Use the following commands to select the type of messages that you want to hear: Action Hear new and saved voice messages or s or external messages or receipts 1 Hear all new messages Hear new or saved or deleted voice messages from a Connection user Hear saved voice messages or s or external messages or receipts 1 Hear all saved messages Hear deleted voice messages or s or receipts 1 Hear all deleted messages 2 Voice Command Play <voice messages/ s/external messages/receipts> Play new messages Play <new/saved/deleted> messages from <username> Play saved <voice messages/ s/external messages/receipts> Play saved messages Play deleted <voice messages / s / receipts> Play deleted messages 1. Depending on how Connection is set up at your organization, you may not receive all types of receipts. 2. Not available on some systems. 9

18 Replying to Messages Follow the prompts and use the following voice commands to manage the message after you have listened to it: Action Replay message Play previous message Play next message Save or restore as saved Delete message Reply to message Reply to all Resend original message (nondelivery receipts only) Call the sender 1 Forward message Save or restore as new 1 Rewind message Play message properties 1. Not available on some systems. Voice Command Repeat Previous Next Save Delete Reply Reply all Resend Call sender Forward Mark new N/A Message properties Replying to Messages When you reply to a message, you can reply to only the sender or to the sender and all other recipients, and you can add recipients. You can also respond to nondelivery receipts (NDRs) by resending the original message. A message from Unity Connection Messaging System means that the caller was not a Connection user or was not logged on as a user when the message was left. You cannot reply to messages from such callers. This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Reply to a Voice Message by Using the Phone Keypad After listening to the message, choose the menu option Reply or Reply to All. Follow the prompts to record, add more recipients to, and send the reply. To pause or resume recording, press 8. To end recording, press #. Tip While addressing the message, press ## to switch between spelling and number entry. 10

19 Replying to Messages To address the message to a private list, enter the list number by using number entry, or, if the list has a display name in the Cisco Unity Assistant web tool, spell the name by using spelling entry. When more than one user matches your addressing entries, Connection plays a list of matches that you can navigate quickly. Press # to select a recipient from a list; press 7 to skip to the previous name and 9 to skip to the next name; and press 77 to skip to the beginning of a list and 99 to skip to the end of a list. After you send the reply, follow the prompts to handle the original message. To Reply to a Voice Message by Using Voice Commands After listening to the message, say: Reply to reply to the sender. Or Reply All to reply to the sender and to all message recipients. Record your reply. To pause or resume recording, press 8. When you are finished, press # or stay silent for a few seconds. Follow the prompts and use the following voice commands to finish the reply: Action Send the reply Review or edit list of reply recipients Edit recorded reply Review reply properties Mark reply as urgent Mark reply as private Mark reply as urgent and private Mark reply for return receipt Deliver reply at a future date or time When Connection asks when you want the message delivered, say Today, Tomorrow, a day of the week, or a calendar date, and a time of day. You must say Send when you are ready to have the message queued for future delivery. Cancel future delivery Add other recipients Review recorded reply and reply properties Voice Command Send Edit recipients Change recording Review message properties Mark urgent Mark private Mark urgent and private Return receipt Mark for future delivery Cancel future delivery Add names Review message Step 4 After you send the reply, follow the prompts to handle the original message. 11

20 Forwarding Messages Forwarding Messages Messages marked private cannot be forwarded by phone. This includes any voice message that you or another Connection user marked private. This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Forward a Message by Using the Phone Keypad After listening to the message, choose the option Forward the Message. Follow the prompts to record an introduction, address, and send the forwarded message. To pause or resume recording, press 8. To end recording, press #. Tip While addressing the message, press ## to switch between spelling and number entry. To address the message to a private list, enter the list number by using number entry, or, if the list has a display name in the Cisco Unity Assistant web tool, spell the name by using spelling entry. When more than one user matches your addressing entries, Connection plays a list of matches that you can navigate quickly. Press # to select a recipient from a list; press 7 to skip to the previous name and 9 to skip to the next name; and press 77 to skip to the beginning of a list and 99 to skip to the end of a list. After you send the forwarded message, follow the prompts to handle the original message. To Forward a Message by Phone Using Voice Commands After listening to the message, say Forward. Record an introduction to the forwarded message, if applicable. To pause or resume recording, press 8. When you are finished, press # or stay silent for a few seconds. When prompted, say the name of a message recipient. If Connection adds a recipient that you did not intend, say Remove to remove the last recipient added or Edit recipients to remove other recipients. When you are finished addressing the message, say Done. Tip For faster addressing, say the name of the next recipient before Connection finishes the confirmation message. To temporarily switch to using the phone keypad for adding a recipient, press 9. Connection returns to voice-recognition mode after you add the recipient. 12

21 Managing Receipts Step 4 Follow the prompts and use the following voice commands to finish the forwarded message: Action Send the forwarded message Review or edit list of forwarded-message recipients Edit recorded introduction Review forwarded-message properties Mark forwarded message as urgent Mark forwarded message as private Mark forwarded message as urgent and private Mark forwarded message for return receipt Deliver forwarded message at a future date or time When Connection asks when you want the message delivered, say Today, Tomorrow, a day of the week, or a calendar date, and a time of day. You must say Send when you are ready to have the message queued for future delivery. Cancel future delivery Add other recipients Review recorded introduction and forwarded-message properties Voice Command Send Edit recipients Edit message Review message properties Mark urgent Mark private Mark urgent and private Return receipt Mark for future delivery Cancel future delivery Add names Review message Step 5 After you have sent the forwarded message, follow the prompts to handle the original message. Managing Receipts Revised May 2009 As you work with Cisco Unity Connection, you may manage several different types of receipts, which are described in Table 1. Ask your Connection administrator which receipts the system is set up to use. Table 1 Cisco Unity Connection Receipts Type Read Delivery Nondelivery (NDR) Description Receipt message that informs you when the recipient plays your message. Receipt message that informs you when your message was delivered to the intended recipient. Receipt message that informs you when your message could not be delivered to the intended recipient. When you check messages, Connection plays receipts along with your other messages. You play and delete receipts in the same way as other messages; you cannot reply to or forward them. 13

22 Managing Receipts For read receipts, Connection plays a list of the recipients who played the message you sent. For NDRs, Connection identifies recipients whose mailboxes did not accept the message. After Connection plays an NDR, you can hear the original message and resend it to the recipient(s) who failed to receive it. You can record an introduction, modify the recipient list, and change delivery options when resending a message. Once you resend the message, Connection automatically deletes the NDR. This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Manage Receipts by Using the Phone Keypad At the Main menu, choose the options Play New Messages > Receipts. Follow the prompts to manage your receipts. To Manage Receipts by Using Voice Commands When Connection asks, What do you want to do, say: Play Receipts. Connection tells you the total number of receipts that you have, then plays them. Or Play <new/saved/deleted> receipts. Connection tells you the number of receipts that meet your criteria, then plays them. Follow the prompts and use the following voice commands to manage the receipt after you have listened to it: Action Replay receipt Save or restore as saved Delete receipt Resend original message (NDRs only) Save as new Rewind receipt Play receipt properties Play original message (NDRs only) Voice Command Repeat Save Delete Resend Mark new N/A Message properties Play original message 14

23 Finding Messages About Finding Messages, page 15 Finding Messages by Using the Message Locator Option, page 15 Finding Messages by Using the Phone View Option, page 16 Finding Messages by Using the Go to Message Option, page 18 About Finding Messages Cisco Unity Connection offers three options for finding messages by phone: Message Locator Phone View Go to Message Allows you to find new and saved voice messages based on search criteria. Allows you to find new and saved voice messages based on search criteria, then displays results on the LCD screen of your Cisco IP phone. Allows you to find a saved message based on the message number. Not all of these options may be available to you. Check with your Connection administrator. Finding Messages by Using the Message Locator Option With Message Locator, you find voice messages from a particular user by entering the username or extension. You can also find voice messages from all outside callers or messages left by callers who called from a specific number. Based on the criteria that you enter, Cisco Unity Connection begins playing messages as they are found. By default, messages are presented in order of newest to oldest regardless of whether the messages are new or saved though your Connection administrator may change this playback order. To Find Messages with Message Locator by Using the Phone Keypad If you are not using voice commands, skip to. If you are using voice commands, say Touchtone conversation or press 9 to temporarily change to using the phone keypad. 15

24 Finding Messages by Using the Phone View Option Tip To switch back to using voice commands after you have finished using Message Locator, hang up and log on to Connection again. Step 4 At the Main menu, choose the option Find Messages. Choose the applicable option and follow the prompts to find and manage the voice messages you are looking for: From another user From all outside callers From a specific outside caller When prompted, use the phone keypad to spell the username or to enter the extension of the user. Press # # to switch between spelling and number entry. Connection searches for any messages left by unidentified callers including outside callers and users who did not log on to Connection before calling from an external phone or from a phone that is not associated with a user account (such as a conference room). When prompted, use the phone keypad to enter the phone number or part of the number of the caller, followed by #. Note Some callers may have additional digits at the beginning of their phone numbers, such as codes for country, area, or city. Not all callers have phone numbers stored in the system. If you have trouble finding messages from a specific caller, contact your Connection administrator. Finding Messages by Using the Phone View Option Revised May 2009 With Phone View, the LCD screen of your Cisco IP phone provides a visual display of the sender, date, and time of your voice messages. You enter search criteria to view selected voice messages on the LCD screen. By default, messages are listed in order of newest to oldest regardless of whether the messages are new or saved though your Connection administrator may change this playback order. This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Find Messages with Phone View by Using the Phone Keypad At the Main menu, choose the option Find Messages. Choose the applicable option and follow the prompts to find the voice messages you are looking for: All new messages All messages From another user Connection displays voice messages that have not been heard. Connection displays all new and saved voice messages. When prompted, use the phone keypad to spell the username or to enter the extension of the user. Press # # to switch between spelling and number entry. 16

25 Finding Messages by Using the Phone View Option From all outside callers From a specific outside caller Connection searches for any messages left by unidentified callers including outside callers and users who did not log on to Connection before calling from an external phone or from a phone that is not associated with a user account (such as a conference room). When prompted, use the phone keypad to enter the phone number or part of the number of the caller, followed by #. Some callers may have additional digits at the beginning of their phone numbers, such as codes for country, area, or city. Not all callers have phone numbers stored in the system. If you have trouble finding messages from a specific caller, contact your Connection administrator. Step 4 After the message list displays on your phone LCD screen, use the following soft keys to select messages that you want Connection to play: Select Next Previous More Go To Exit Start message playback for the selected message. Go to the next page of messages, if applicable. Go to the previous page of messages, if applicable. Displays the Go To and Exit soft keys. This key appears only on phones that display a maximum of four soft keys. Displays a screen that allows you to enter a message number by using the phone keypad, then skips to that message by highlighting it. Exit the displayed message list. This returns you to the Connection search-criteria prompt. Step 5 Follow the prompts to listen to and manage your messages. To Find Messages with Phone View by Using Voice Commands When Connection asks, What do you want to do, use the applicable voice command to select the type of messages that you want displayed on your phone LCD screen: Action View new and saved voice messages or receipts View all new voice messages View new or saved or deleted voice messages from a Connection user View saved voice messages or receipts View all saved voice messages View deleted voice messages or receipts View all deleted voice messages 1 1. Not available on some systems. Voice Command Show <voice messages/receipts> Show new messages Show <new/saved/deleted> messages from <username> Show saved <voice messages/receipts> Show saved messages Show deleted <voice messages /receipts> Show deleted messages 17

26 Finding Messages by Using the Go to Message Option After the message list displays on your phone LCD screen, use the following soft keys to select messages that you want Connection to play: Select Next Previous More Go To Exit Start message playback for the selected message. Go to the next page of messages, if applicable. Go to the previous page of messages, if applicable. Displays the Go To and Exit soft keys. This key appears only on phones that display a maximum of four soft keys. Displays a screen that allows you to enter a message number by using the phone keypad, then skips to that message by highlighting it. Exit the displayed message list. This returns you to the Connection search-criteria prompt. Step 4 Use the following voice commands to manage messages after you have listened to them: Action Replay message Play previous message Play next message Save or restore as saved Delete message Reply to message Reply to all Resend original message (NDRs only) Call message sender 1 Forward message Save or restore as new 1 Rewind message Send to a fax machine for printing 1 Play message properties 1. Not available on some systems. Voice Command Repeat Previous Next Save Delete Reply Reply all Resend Call sender Forward Mark new N/A Fax Message properties Finding Messages by Using the Go to Message Option As you listen to your messages, you can use the Go to Message option to find a particular message by entering the number of the message. 18

27 Finding Messages by Using the Go to Message Option To Find Messages with Go to Message by Using the Phone Keypad If you are not using voice commands, skip to. If you are using voice commands, say Touchtone conversation or press 9 to temporarily change to using the phone keypad. Tip To switch back to using voice commands after you have finished using Go to Message, hang up and log on to Connection again. Step 4 At the Main menu, choose the applicable option, Play New Messages or Review Old Messages. Press the Go to Message shortcut keys. Tip Ask your Connection administrator for the shortcut keys that you use to hear the prompt for entering the message number. Step 5 When prompted, enter the message number followed by #. Step 6 Follow the prompts to manage the message after you have listened to it. 19

28 Finding Messages by Using the Go to Message Option 20

29 Managing Deleted Messages About Deleted Messages, page 21 Permanently Deleting Deleted Messages, page 21 Checking Deleted Messages, page 22 About Deleted Messages Cisco Unity Connection saves your deleted messages; you can play, restore, or permanently delete them. Permanently Deleting Deleted Messages Deleting messages can be an important way to reduce the size of your mailbox, especially when Cisco Unity Connection is not set up to automatically delete messages once they reach a certain age. Ask your Connection administrator if the system is set up to enforce a message-retention policy. Connection does not indicate when a message-retention policy is enforced, nor does it warn you before messages are permanently deleted as a result of such a policy. If Connection is not set up to do so, make sure that you permanently delete messages periodically. (For information on what to do if your mailbox exceeds its size limits, see the Managing the Size of Your Mailbox chapter.) This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To Permanently Delete Messages by Using the Phone Keypad At the Main menu, choose the options Review Old Messages > Deleted Messages. Follow the prompts to review your deleted messages and delete them individually, or to delete all messages at once. To Permanently Delete Messages by Using Voice Commands 21

30 Checking Deleted Messages When Connection asks what you want to do, say: Empty Deleted Items folder to permanently delete all deleted messages. Say Yes when Connection prompts you to confirm the action. Or Play deleted messages to permanently delete messages one by one. After you have listened to a message, say Delete to permanently delete it. To skip to the next message without deleting the current message, say Next. Checking Deleted Messages You can play your deleted messages, just as you can play new and saved messages. You can also restore a deleted message as a new or saved message. By default, the most recent messages are played first. Note that you cannot enable the Message Type menu or specify a playback order by message type for deleted messages. This section contains two procedures. Do the applicable procedure, depending whether you are using the phone keypad or voice commands. To Check Deleted Messages by Using the Phone Keypad At the Main menu, choose the options Review Old Messages > Deleted Messages. Follow the prompts to manage a deleted message after you have listened to it. To Check Deleted Messages by Using Voice Commands When Connection asks what you want to do, say: Play deleted messages to play all deleted messages. Or Play deleted messages from <username> to hear deleted voice messages from a specific Connection user. Or Play deleted <voice messages/ s/receipts> to hear deleted messages of a specific type. (Note that Connection plays s only for users who have the text-to-speech option.) 22

31 Checking Deleted Messages Follow the prompts and use the following voice commands to manage a deleted message after you have listened to it: Action Replay message Play previous message Play next message Restore as saved Delete message permanently Reply to message Call sender 1 Forward message Restore as new 1 Play message properties 1. Not available on some systems. Voice Command Repeat Previous Next Save Delete Reply Call sender Forward Mark new Message properties 23

32 Checking Deleted Messages 24

33 Managing Dispatch Messages Dispatch messages are sent to a distribution list of users who are available to respond to issues, but only one person needs to respond. When listening to a dispatch message, you are given the following options: Accept the message Decline the message Postpone the message Means that you are the only member of the distribution list that will respond to the message. Copies of the message are removed from the mailboxes of all other recipients, whether they have listened to the message or not. Means that the message is removed from your mailbox, but copies of the message remain as unheard in the mailboxes of other recipients who have not yet declined the message. Note If all other recipients have declined the dispatch message, you must accept it. You will not be allowed to decline the message. Means that the message remains as an unheard message in your mailbox and in the mailboxes of the other recipients who have not yet declined the message. When the message has been accepted by one of the members of the distribution list, Cisco Unity Connection removes copies in the mailboxes of the remaining recipients. When listening to dispatch messages, note the following considerations: If another recipient accepts the dispatch message before you accept it, your copy of the message is removed from your mailbox. When you decline a dispatch message, Connection does not move it to your deleted items folder. Dispatch messages trigger the message waiting indicator (MWI) on your phone. If another recipient accepts a dispatch message, Connection turns off your MWI after it removes the message from your mailbox. There may be a window of time between message removal and the MWI going off. If you find no new messages after noting the MWI, it likely is because you checked during this window. When configuring message notification rules to include dispatch messages, be aware that by the time you receive a notification and call in to retrieve the message, it may be gone from your mailbox because another user has already accepted the message. To Manage a Dispatch Message by Using the Phone Keypad After listening to a dispatch message, follow the prompts to accept, decline, or postpone the message. 25

34 To Manage a Dispatch Message by Using Voice Commands When Connection asks, What do you want to do, say: Play dispatch messages. After listening to a dispatch message, follow the prompts and use the following voice commands to manage the message: Action Accept the message Decline the message Postpone the message Voice Command Accept Decline Postpone 26

35 Placing Calls By Using Voice Commands You can place a call to another Cisco Unity Connection user by saying the person's name or extension. For example, when you say Call Harriet Smith, Connection finds the extension for Harriet in the corporate directory and places the call. Note that to place calls by using voice commands, you must be logged on to Connection. After you say a name or extension, Connection plays a matching name or extension and places the call. If Connection finds more than one match for a name or extension that you requested, the first match is played and Connection will ask you to confirm whether the match is correct. If not, say No, and Connection will continue to play the other matches. To Place a Call by Using Voice Commands Log on to Connection. When Connection asks, What do you want to do, say: Call <Name/alternate name> to call a Connection user. (For example, Call Frank Edwards. ) Or Call <Number> to call a Connection extension or a phone number. Say each digit individually. (For example, for extension 12345, say Call one two three four five, not Call twelve three forty-five. ) Or Call <Name/alternate name> at <home/work/mobile> to call a contact at a particular number. (For example, Call Bob on his mobile or Call Service Department at work. As Connection says the name or number of the person you are calling, you can say Cancel to halt the last action without losing your connection to the system. 27

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37 Managing Meetings About Managing Meetings, page 29 Listing Upcoming Meetings, page 29 Starting Immediate Meetings in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express, page 30 About Managing Meetings You can check your upcoming appointments and meetings that are scheduled in Microsoft Outlook, in Cisco Unified MeetingPlace, or in Cisco Unified MeetingPlace Express. Other actions that you can take to manage meetings include: Accepting or declining meeting invitations (Outlook meetings only). Joining a meeting that is in progress. Listing the participants of a meeting. Hearing the details of a meeting invitation. Sending a message to the meeting organizer. Sending a message to the meeting participants. Canceling a meeting (meeting organizer only). Starting an immediate meeting in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express. Listing Upcoming Meetings This section contains two procedures. Do the applicable procedure, depending on whether you are using the phone keypad or voice commands. To List Upcoming Meetings by Using the Phone Keypad At the Main menu, choose the option Meetings. Follow the prompts to define the period of time for which you want to hear the list of meetings. 29

38 Starting Immediate Meetings in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express Step 4 As each meeting is listed, follow the prompts to get details about the meeting, join the meeting, list the participants, send a message to the organizer, send a message to the meeting participants, accept a meeting invitation, or decline a meeting invitation. The meeting owner also has the option to cancel a meeting. To List Upcoming Meetings by Using Voice Commands When Connection asks, What do you want to do, say: Play Meetings or List Meetings to list the time, meeting organizer, and subject for all current and upcoming meetings. Or Play Meetings on <date> or List Meetings on <date> to list the time, meeting organizer, and subject for meetings for a specific period of time. Follow the prompts and use the following voice commands to manage a meeting after you have listened to the description: Action Dial into a Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express meeting Hear list of participants Hear details from the meeting reminder Record a message to send to meeting organizer Record a message to send to meeting participants Hear the time, meeting organizer, and subject for the next meeting in your calendar Hear the time, meeting organizer, and subject for the previous meeting in your calendar Accept a meeting invitation (Outlook meetings only) Decline a meeting invitation (Outlook meetings only) Cancel a meeting (meeting organizer only) Voice Command Join List participants Details Send message to organizer Send message to participants Next Previous Accept Decline Cancel meeting Starting Immediate Meetings in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express You can start an immediate meeting in Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express, and Cisco Unity Connection connects you to the meeting. 30